Description:
The work schedule will be either 1st ( regular day hours) or 2nd shift (evening hours). This is a 1 year contract. Below is a description of services.

• Provide first line help desk services to workforce assisting them with hardware and software requests/support via phone, chat, email or online tickets.
• Log all internal customer interactions in Global Help Desk ticket system.
• Provide excellent customer service for all requests and adhere to all IT Service Management processes and best practices.
• Take ownership and be proactive in managing customer requests to resolution.
• Work to resolve customer requests by providing necessary services, troubleshooting, fixes, workarounds, training and advice per IT Service Owner guidance.
• Escalate more complex calls to the relevant IT team within prescribed time limits.
• Document resolutions and knowledge for reuse by workforce or other IT personnel.
• Participate in appropriate IT releases by testing from an internal customer perspective.
• Drive continuous improvement in IT request and support processes.
• Work on additional duties as identified by the Global Help Desk Team Lead or Manager.
• Work overtime as necessary to complete an interaction with a customer or cover holidays or vacations.